|Address:||1755 Boston Post Rd, Milford, CT 06460, USA|
|Working:||10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM|
I am a returning customer at pilgrim and was very pleased with my first purchase. However, my second experience has not been as pleasant. I purchased a king size beautyrest recharge "leland" mattress and box spring along with a new bedroom set. Within a month the pricey mattress started to develope a hump which appeared to be a void in the mattress. The pleasant insepctor came out and immediately said it was defective. An order was placed for us to receive a second "leland". The second mattress arrived and within a week the same thing happened but even worse this time. So we called again to have the insepctor come out to look at the second mattress. And again he immediately said it was defective. We told the inspector we did not want a third leland and wanted to go and pick a different mattress out completely. We had already gone to pilgrim to look at other mattresses and spoke with the manager. We explained that we would be getting a credit and would be back once inspector came to look at the mattress. I told the manager I would want to also exchange the box spring I bought seeing that it would not match the new mattress and I paid for a matching set. Not only that, but it wasnt my fault that pilgrim sent me two defective mattresses so I should be able to have the matching set I paid for. He told us that the box spring most likely will not be able to be returned because only the mattress is defective. I again stated I paid for a matching set. Also when I initially purchased the mattress I had said that I wish the bed wasnt so high and at no time did the salesperson tell me they had low profile box springs. The sign on the bed didnt state that low profile box springs were available either. So finally I pick a new mattress, the beautyrest black "Natasha" which cost even more then my initial purchase. The manager said to call service and speak to them about having box spring refunded. My boyfriend called and they were extremely rude to him on the phone and they said "a box spring is a box spring". Well if you ask me that is not true because I paid for a matching set and I am at no fault and should be refunded for both. So we went and picked out the new mattress and it came with a free box spring. So now I am stuck with an extra box spring and out 400 dollars after upgrading to a mattress that cost 900 more than my original purchase because they refused to take the box spring back. Also, this has been very inconvenient seeing I work nights and have had to stay up waiting for my mattress to be replaced two times now. I no longer trust pilgrim furniture and have no plans on dealing with them in the future. If they simply would have given me the credit on the box spring like they should have and allowed me to return it since it was no fault of my own this review would have been much different. Cross posted x2 since i have not received a response from anyone.......
So disappointed in our experience with Pilgrim. Our initial experience was wonderful in store, our sales associate was very thorough and we found the perfect sectional to fit in our historic Fairfield apartment. We are an upstairs apartment- but we measured and confirmed that the delivery team would be able to deliver without problems before buying. On the delivery date, we were met with some of the rudest delivery drivers. They did not understand English and refused to move the couch up the flight of stairs into our apartment. Our doorways were more than enough room to fit the couch but they did not even try. Instead, they loaded the couch back to the truck and told us we could only return the couch for a 30% restocking fee (of course). No way! Our downstairs neighbor (who bought a similar couch from Bobs) even tried speaking to them in Spanish to no avail. Customer service reps were of no help either. We ended up having them leave the couch on the lawn and hired movers- who had the couch up the stairs unscathed in less than 5 minutes. I followed up with the customer service representatives that night to tell them what a horrible experience we had and was promised a refund on the delivery charge- which we still havent received. That is the least Pilgrim could do, especially considering we spent $100+ on movers after the fact. If our sales associate had told us that the delivery team would be difficult, we would have purchased elsewhere or chose to pickup the couch ourselves. Instead this embarrassing ordeal happened in front of an entire neighborhood- all of which will not buy from Pilgrim again. Its a shame, our couch is exactly what we wanted- the experience was not.
So now I must humbly eat crow. Below is my original review....and Im embarrassed to admit, I spoke too soon. Yes, the insurance did not cover the stains, but shame on me for not first contacting the store. Once I posted the below listed review, I was called by customer service, who without hesitation replaced the covers AND sent me additional ones for the other pieces we purchased. So, a lesson learned. The Milford store and the company as a whole pulled through and are back on top as far as we are concerned. Thank you Pilgrim! We most certainly will be buying from you in the future. Previous review: We purchased an entire living room set from your store. A cost well over $10,000. We also paid over $800.00 worth of stain coverage. We talked about the coverage in detail with the sales associate. He assured us that we would be covered for "any" stains and that if the stains could not be removed, the damaged piece would be replaced. Stains accumulated from hair oils from elderly family members on one of the chair pillows within the coverage period and we submitted a claim. The claim company denied the claim saying that the coverage only covered accidental stains.Claim through MFS. We were obviously misled and are taken back at the thought of being so misled. We loved buying from your store and loved the service you provided, but this incident and our plans on purchasing a bedroom set or any future purchases with your store have changed due to our disappointment. Im leaving three stars because the furniture is very nice and the store was a pleasure to shop at. However Buyer beware when it comes to the fine print Regrets, Todd and Alison Curry
This was my very first time shopping at Pilgrims Furniture Milford and it was excellent thanks to John, the sales manager who assisted me. There was a wide range of high quality furniture to choose from and the prices were reasonable. John was patient and gave very useful advice as I looked at various sets, he did not employ any high pressure sales tactics, made sure to get us the best deal possible, and arranged for a quick delivery. We were surprised that the delivery men showed bright and early on the scheduled date and got the furniture into an upstairs room without a single scratch to the wall or furniture. (With other stores I have waited over 2 - 3 hrs in that time window that is usually given) Best furniture shopping experience I have had to date!